Customer Experience Associate

Eastvantage Business Solutions Inc.; Taguig; On-site; PHP 335,000 - 502,000; Full time

Benefits offered by this job

Hybrid work

Job summary

Eastvantage Business Solutions Inc. in Taguig City, Philippines, is hiring a Customer Experience Associate to deliver exceptional service across live chat, social media, and ecommerce channels.

The role requires strong communication, multitasking, and a customer-centric approach in a hybrid work setup. You will handle inquiries, process exchanges and refunds, manage wholesale requests via HappyFox, set up WooCommerce accounts, and monitor reviews with Yotpo.

Qualifications

• Experience in customer service or support.
• Ecommerce experience is preferred.
• Excellent written and verbal communication skills.
• Familiarity with WooCommerce is a plus.
• Ability to multitask and stay accurate under pressure.

Responsibilities

• Respond to live customer inquiries via live chat.
• Manage social media interactions (Facebook/Instagram) with prompt, professional responses.
• Handle exchanges, refunds, product faults; log issues; coordinate credits and coupons; manage fraud cases as needed.
• Monitor and respond to reviews on Product Review, Google Reviews, and Facebook.
• Prepare monthly customer service reports including retention and NPS insights.
• Receive wholesale enquiries via HappyFox; review and forward to CEO with terms and margins.
• Create wholesale accounts on WooCommerce for approved stockists.
• Review and approve customer reviews on Yotpo and the company site.
• Track coupon promotions and product bundle sales for performance insights.

Skills

Customer service

Ecommerce

Live chat

Social media

Problem solving

Tools

WooCommerce

HappyFox

Yotpo

Job description

We’re Hiring: Customer Experience Associate!

We are looking for a dedicated and enthusiasticCustomer Experience Associate (Female preferred)to join our team in Taguig City, Philippines. The ideal candidate will possess excellent communication skills and a passion for providing exceptional customer service. You will play a crucial role in ensuring our customers have the best experience possible while interacting with our brand.

Location:Taguig City, Philippines
Work Mode:Hybrid
Role:Customer Experience Associate

What You’ll Do:

• Respond to live customer inquiries:Engage with customers via live chat, providing timely and accurate responses to their questions, concerns, and requests.
• Manage social media interactions:Monitor and address customer questions received through social media direct messages on platforms such as Facebook and Instagram, ensuring prompt and professional responses.
• Handle customer service communications:Process and resolve customer inquiries, including exchanges, refunds, and product faults. Maintain a comprehensive log of faulty returns and key customer issues for reference and analysis. Coordinate credits and coupons for customers when necessary. Handle fraud cases and escrow as needed.
• Monitor and respond to reviews:Regularly check and respond to customer reviews on platforms such as Product Review, Google Reviews, and Facebook reviews, demonstrating attentiveness and address any concerns or feedback.
• Customer Service Monthly report:Prepare monthly reports that include retention rates and Net Promoter Score (NPS), providing insights into customer satisfaction and areas for improvement.
• Wholesale enquiry management:Receive wholesale enquiries through the HappyFox platform. Review and forward the enquiries to the CEO for approval, including determining appropriate terms and conditions, currency, and margin. Communicate approved terms to wholesalers and coordinate with relevant departments, such as Supply Chain Manager, Bookkeeper, and Marketing Director, to facilitate orders, marketing efforts, and payments.
• Set up wholesale accounts:Create wholesale accounts on the WooCommerce platform for approved stockists, ensuring smooth onboarding and access to wholesale pricing and inventory.
• Yotpo and website review approval:Regularly review and approve customer reviews on the Yotpo platform and the company website, ensuring compliance with guidelines and maintaining a positive customer experience.
• Monthly coupon and product sales tracking:Monitor and track the performance of coupon-based promotions and bundle packs, providing regular updates on sales volumes and trends.

What We’re Looking For:

• Previous experience in a customer service or customer support role,ecommerce is preferred.
• Excellent communication skills, both written and verbal.
• Proficiency in using live chat platforms and social media channels for customer interactions.
• Ability to multitask and handle customer inquiries efficiently while maintaining a high level of accuracy and attention to detail.
• Strong problem-solving skills and the ability to remain calm and composed when dealing with challenging customer situations.
• Familiarity with e-commerce platforms, such asWooCommerce, is preferred.
• Knowledge of wholesale operations and processes would be an advantage.
• Good organizational skills to manage and document customer interactions, reviews, and reports effectively.
• Proactive attitude with a customer-centric approach and a genuine passion for providing outstanding customer experiences.